Refund and Replacement Policy
Thank you for taking the time to learn about Oz Robotics’ Refund and Replacement Policy. We care about our customers and will help you with your newly purchased product if you need our support. However, due to the technical nature of our products, Oz Robotics accepts returns on a minimal basis unless there is a manufacturing defect. We also abide by our supplier and manufacturers’ Refund and Replacement Policy because we do not make these products ourselves. Please check Supplier Policies on the product page before you buy, and kindly let us know if you have any questions at firstname.lastname@example.org or use our Contact Us form.
5 HOURS: You have 5 hours to request an order cancellation after your purchase. After 5 hours, your item(s) have either been shipped, prepared to ship, or are currently custom-made. It means we will not process your cancellation request after 5 hours.
PAYPAL or STRIPE SERVICE FEES: PayPal and Stripe do not offer a refund for the payment processing service fees they charge when you purchase a product. Therefore, after placing an order, if you change your mind and ask for a refund, we will deduct the service fee for PayPal or Stripe, whichever one you used to purchase. If you have any questions about this, please contact PayPal or Stripe.
AFTER 5 HOURS: After five hours, for any reason, if you want to cancel your order, a 30% service fee is applied, which will also include PayPal or Stripe payment processing service fees. Please note that our products are processed immediately upon placing the order.
Wrong Shipping Addresses: Mistakes do happen, and if you happened to enter the wrong shipping address during the checkout as a result of that, if your parcel returns to us, then we will deduct both sending and returning shipping fees along with the PayPal or Stripe payment processing service fees and maybe tariff because none of these service fees are refundable by those entities.
Shipping Fees and Non-Refundable: Under any circumstances, we will not cover the return shipping fee unless we find a manufacturing defect based on your pictures or a video showing defected part of the product you have purchased from us. Per our policy, the shipping cost will be deducted from the buyer because it is paid to the shipping company to deliver your order. Our vendors and we do not keep the shipping fee you have paid; therefore, it is not refundable unless determined that the product has a manufacturing defect.
COVID: We are suspending product returns due to the current COVID-19 pandemic unless there is a manufacturing defect. Please study the product and ask us questions before you buy. Thank you.
Asking for a Refund After Shipment: Suppose you want to return an unused/unopened product after the shipment for any reason other than a defect; in that case, we charge 30% of your item cost as a restocking and administration fee after our team reviews the item. This fee includes PayPal/Stripe service fees, shipping returning labels, additional hours of work, preparing the product for restocking, etc. all these require additional work by our staff.
Time of Delivery: The buyer’s responsibility is to ensure someone is at the shipping address to receive, accept, and sign the delivery papers. If no one is available at your delivery address and the product is returned to us, additional shipping fees may apply to re-ship the product to you.
14 Days: Returns are only accepted on devices with severe and irreversible quality defects for electronic items. The buyer/customer must apply for a return or an exchange within 14 days of delivery. We will not accept product returns or exchanges after 14 days. This is not negotiable.
Proof of the Defect: Before requesting a refund or a replacement, please send us an email at email@example.com with supporting images or videos of proof of the defect for us and our manufacturer to evaluate. We may not accept your refund or replacement request otherwise.
The product must be in its original condition: Before we issue a return shipping label for you to ship it back to our manufacturer or supplier for a full or partial refund, you must email us supporting images or videos to evaluate. In addition, the product must be in its original condition without any damage, scratch, dirt, or harm for us to decide on a full or partial refund or a replacement procedure. Please keep the original receipt.
How to Return: Once a return is agreed upon, you can ship your defective item to the provided return address you will receive from us. Please ship the product in its original packaging with all the accessories and additional parts. Include in your package a signed letter stating the reason for your return and the original receipt, as well as any proof of defect, images, a video, etc. This will help us to speed up the process on your behalf. If the Required Parts are not sent back, they will be billed for or expected to be shipped later. Once all items are received, we will test the returned product for defects.
Return Address: Do not return the product to our New York office. For any replacement or refunds, please email us first at firstname.lastname@example.org for us to provide you with the steps that need to be followed. We will not accept it if you ship the product to our New York office.
Shipping Costs: The purchaser (customer/buyer) is responsible for shipping costs when returning an item. However, upon receiving the returned order, we will assess the product. If it is determined that there is, in fact, a manufacturing defect, we will refund the shipping costs as well as repair, replace or refund the total amount to the purchaser if the product is not fixable.
Inspection: Once your return is received, inspected, and agreed upon that a refund should occur, the refund will be credited to the original credit card used for payment within 24-48 hours. It may take at least five business days (depending on the bank and credit card company) before your refund is officially posted in your bank account and statements. Please contact us if you still have not received your refund after five business days.
Restocking Fee: Please note that if you are returning a product for any reason after opening and using it other than a defect, we charge a 70% restocking fee which includes the return shipping costs with the returning label, PayPal/Stripe service fees (they are non-refundable by PayPal/Stripe) additional hours of work, and prepares the product for restocking, or refurbishing, if applicable; and all these require additional work by our staff. If you have already opened the box, this product will not be reusable; therefore, we cannot resell that.
Exchange or Return Policy: In the case of wrongly purchased product(s) or irreversible quality defect problem(s), or any similar cases, you can request a refund; however, 30% of the restoring fee must be paid by the buyer/customer which includes the return shipping costs. If the product you purchased is defective, please email us at email@example.com with photos or a video of the defective parts to evaluate before returning the product.
Duty Tax, Customs, Import Fees, and Tariffs: While not all products require customs fees, some industrial items may require a minimal tariff if applicable in your country, and your order total is $800.00 (USD) and above. The total amount for your order does not include a customs fee. A minimal tariff belongs to the buyer when applicable. Oz Robotics and our Suppliers are not responsible for tariffs on any shipment. Please check the “Made In:” section on each product page to see the country of the manufacturer or supplier for that product.
Validation of Billing and Shipping Address: If your billing address happens to be different than your shipping address, to protect our customers from fraudulent purchases, we have the right to ask you to validate your billing and shipping address before processing your order.
Some items are ineligible for return, including:
- Opened software*
- Electronic Software Downloads
- Software Up-to-Date Program Products (software upgrades)
- Oz Robotics Online Gift Cards
- You can return the software, provided it has not been installed on any computer. Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken.*
Please read our Order Cancellation Policy.
Have we missed anything? Contact Us before you buy!
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